Customer Success Agent

Customer Success Agent at Freedom Mortgage

The Agent, Customer Success will support Freedom Mortgage's Call Center operations, providing exceptional service to customers by answering queries and resolving issues. This role requires an energetic, positive individual with a willingness to learn, capable of multitasking in a fast-paced environment. Top-notch communication skills, both verbal and written, are essential for engaging with and responding to customers. Patience and politeness are key when explaining policies and procedures, always prioritizing confidentiality and data security.

You must be local to Jacksonville, FL.

Essential Job Duties and Responsibilities

• Answering inbound and making outbound calls, responding to customer requests within set timeframes, and delivering an exceptional quality of service to every customer.
• Providing information and knowledgeable assistance by pulling up loan information and providing customers with the information they need quickly and accurately.
• Adhering to schedules, multitasking, meeting deadlines, and providing verbal and written responses to customers as required.
• Working as part of a dedicated team to explain policies and procedures to customers and find great solutions to their inquiries in a seamless and positive way.
• Build positive and pleasant relationships with our customers, whatever the circumstances, helping them feel secure and well-looked-after.
• Maintain regular and punctual attendance. Comply with all company policies and procedures.
• Performs other related duties as assigned.

Education and/or Experience

• High School Graduate/GED
• 0-1 Years related work experience preferred

Workplace Conditions

• Standing/Sitting/Walking: Occasionally: requires this activity up to 33% of the time.
• Kneeling/Crouching/Squatting/Bending: Occasionally: requires this activity up to 33% of the time
• Repetitive Hand Motion: Occasionally: requires this activity up to 33% of the time

Key skills/competency

• Customer Service Excellence
• Effective Communication
• Problem Resolution
• Active Listening
• Data Security Protocols
• Multitasking Abilities
• Team Collaboration
• Time Management
• Conflict De-escalation
• Mortgage Industry Knowledge